Job Description

About the Role

As a Customer Success Manager (CSM), you will be responsible for driving customer success by managing all aspects of merchant operations health within existing accounts and enabling upselling opportunities to drive revenue growth. You will work closely with the clients to understand their needs, help them achieve their goals, and maximize the value they get from our offerings. Your role is pivotal in building long-term relationships with customers and ultimately ensuring their success with our solutions.

What You'll Do

Driving Product Adoption:

Work with customers to understand their business objectives and tailor new product recommendations supported by data analysis to help them achieve these goals.

Customer Retention & Expansion:

Regularly share an assessment of the merchant's adoption gaps and monitor overall operational health. Collaborate with the sales team to expand customer accounts by identifying, analyzing and / or pitching upsell or cross-selling new opportunities.

Customer Location Growth:

Identify onboarding opportunities and collaborate with Merchant to activate all serviceable locations.

Relationship Management:

Build and maintain strong relationships with key customer stakeholders. Support AM to prepare for renewal conversations by reviewing merchant feedback, engagement and satisfaction.

Customer Support and Advocacy:

Proactively identify potential issues and work to resolve them. Advocate for the customer's needs cross-functionally within the organization and relay any product or service feedback to relevant teams.

Reporting and Feedback:

Provide regular reports on customer health, usage, and feedback to senior leadership. Offer feedback on product improvements based on customer needs and pain points.

Basic Qualifications

4+ years of proven experience as an Enterprise Customer Success Manager, Account Manager, Operations, or a similar role Bachelor's Degree

Preferred Qualifications

Familiar with SQL. Ability to build and nurture relationships with customers at all levels and identify upsell opportunities. Problem-solving skills and a proactive approach to managing customer issues. Proficiency in CRM software and customer success platforms. Familiar with excel, data story telling and strategic operations analysis. Knowledge of the industry or product you're supporting is a plus. Strong organizational and time management abilities.





For Chicago, IL-based roles: The base salary range for this role is USD$136,000 per year - USD$151,500 per year. For New York, NY-based roles: The base salary range for this role is USD$151,000 per year - USD$168,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$151,000 per year - USD$168,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.